Summary

Job Context

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Job Responsibilities

Customer Relationship Manager has the responsibility to understand VOC (Voice of Customer)

through capturing and understanding customer needs, specify the service standards, ensure

actual service is as per specifications, and take the customer feedback.

CR Manager has following Roles:

1. Management of personnel
2. Availability of skilled and adequate manpower for customer interaction.
3. Delegation of responsibilities within the CR team.
4. Need based training for manpower development.
5. Apprise the senior management of the team performance.
6. Management of Customer Feedback System
7. Monitor Feedback Collection and Updating of records.
8. Analysis of Customer feedbacks and complaint trends.
9. Report the results to senior management.
10. Countermeasure plan for gap areas.
11. Customer Complaint Resolution
12. Establish a system to capture customer complaints from all sources.
13. Ensure proper tracking of complaints receiving till resolution.
14. Record keeping and updating of all documents pertaining to Complaints.
15. Monitor the complaint resolution lead time.
16. Guidance to CR executives for complaint resolution.
17. Information to management.
18. Coordination and information to OEM Supplier for complaint resolution.
19. Delivery time management
20. Ensure the delivery of vehicles to customers are done within committed time.
21. Investigate the deviations and suggest countermeasure.
22. Management of call center activities
23. Establish the booking system, reminder system and post service follow-up system
24. Increase customer turnover rate
25. Analysis of Customer turn over ratio.
26. Plan for Customer retention activities.
27. Analysis of Lost customer for services.
28. Customer Satisfaction
29. Analysis of the survey reports provided by OEM Supplier
30. Identification of Gap areas & countermeasures in consultation with OEM Supplier
31. Implementation of the same at the Dealership & Network
32. Regular Monitoring of system compliance to maintain it

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Experience Requirements

• 1 - 2 years

Educational Requirements

• Bachelor/Honors

Skills

• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) General comfort level with Internet/Intranet usage and ability to learn proprietary software and databases Serving clients and delivering exceptional client service must appeal to you Maturity in handling situation and ability to deal with conflicts constructively

Age

• 23 - 35 Age

Additional Requirements

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Compensation & Other Benefits

• - Mobile Bill , Tour , Holidays , Performance Bonus
• - Salary Review: Half Yearly

Work place

• Work At Office

Employment Status

• Full Time

Gender

• Male

Job Location

• Malta